Business of Retail/Customer Service
Quiz by Bernice W. Broussard
Feel free to use or edit a copy
includes Teacher and Student dashboards
Measure skillsfrom any curriculum
Tag the questions with any skills you have. Your dashboard will track each student's mastery of each skill.
- edit the questions
- save a copy for later
- start a class game
- automatically assign follow-up activities based on students’ scores
- assign as homework
- share a link with colleagues
- print as a bubble sheet
- Q1
An associate has just spent 30 minutes showing a customer the features of a handheld computer. The customer says, "I can get this for a lot less over the Internet. Your prices are outrageous!" Which of these is the associate's most professional response to the customer's remark?
Ask the manager to try to convince the customer to buy in the store.
Explain the benefits of buying from the store rather than the Internet.
Return the computer to the case and begin to help another customer.
Thank the customer politely for coming into the store.
30s - Q2
A customer enters a popular electronics store and begins asking the sales associate detailed questions about a particular computer. The associate is unsure of the answers to the customer's questions. Another associate overhears the customer and offers to help. Which of these should the first associate do?
Accept the offer of help and listen to the answers to the customer's questions.
Ignore the other associate, who probably only wants the commission on the sale.
Politely refuse the help and try to answer the customer's questions anyway.
Let the other associate help the customer and look for another customer to help.
30s - Q3
A customer approaches the service desk with a toy fire truck. She says she bought for her son a month ago and that the lights on the truck do not work. Which of these should the associate say FIRST?
"We've had a lot of complaints about that truck. You might want to contact the manufacturer."
"We've never had any complaints about this truck before. What do you think your son did to it?"
"With this kind of toy, it's always best to check the batteries first. Let me check them for you."
"Are you sure that you bought the truck at this store? Do you have your receipt, please?"
30s - Q4
At a large dry cleaning business, associates handle credit card payments by swiping cards through a card reader. A shift supervisor asks an associate to make imprints of cards also, so that the supervisor can collect marketing information. No other supervisor requests this, and the associate begins to wonder if this could be part of a dishonest scheme. Which of these is the associate's best response?
Discuss the suspicions with that supervisor.
Check with the store manager about the practice.
Ignore the suspicions and follow the instructions.
Follow the instructions only when that supervisor is on duty.
30s - Q5
An associate has just begun a job at an office supply store. The associate has not seen any other employee use the copy machines for personal material, but knows that there are some benefits that haven't been explained yet. The associate decides to bring in tax returns to photocopy. Which of these is the associate's best course of action?
Ask a coworker what everyone else does, and then do the same.
Wait until no one is around and copy the returns quickly.
Consult store policy or the manager about using the copier.
Copy the returns any time during the shift when there are no customers.
30s - Q6
A store manager asks a new associate to straighten stock on the display shelves .During a lunch-hour rush, only one register is open, and the line of customers is growing. Some customers put down their selections and leave the store without buying. The associate has been trained on the register, but hasn't handled it alone.The manager is at lunch and cannot be consulted. Which of these is the associate's best course of action?
Open another register, since the associate knows how to operate it even without having done it alone.
Apologize to customers in line and tell them that the wait is unusual and the manager will be back soon.
Continue straightening the stock because that is the assignment the manager gave before leaving for lunch.
Stop straightening stock and help the cashier by bagging, finding items,and getting the selections ready to be rung up.
30s